Customer care
| AN OUTSIDERS VIEW |
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| Ken Fuller |
Back in January, this column lamented the unfortunate fact that the practice of customer care — whereby, out of enlightened self-interest, companies take steps to ensure that their customers are satisfied — can sometimes be hard to find in the Philippines. Recent experience has done little to change that impression.
A while back, my wife received a free voucher from Dream Satellite TV, entitling her to a free coffee and a brownie at Bo’s Coffee. She passed it to me, knowing that I sometimes visit the branch in a local mall. When some days later I turned up to present my voucher, it was evident from the way the manager frowned down at it, scrutinizing every word, that we had a problem. This early, I could feel a column beginning to write itself.
Eventually, he shook his head and handed the voucher back to me. News to him. But, I pointed out, the voucher had already been valid for a few months. No, the branch had received no memo. However, he would call Cebu and see if they knew anything about it while I used my own money to buy a coffee and sat outside for a cigarette. News to Cebu also, he duly reported, but it was possible that the scheme only applied to directly-owned branches, not to franchised outlets like this one. Why then, I asked, did the voucher describe the scope of the scheme’s applicability as “nationwide?” No idea..... MORE
Source: The Daily Tribune
URL: http://www.tribuneonline.org/commentary/20110607com5.html
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